Blog
Read all blogs published by the SGEi Team
How to Develop Your Cultural Architecture
How to Develop Your Cultural Architecture There are two key elements to defining your culture; the values a person believes in and the behaviors a person should demonstrate. To define your culture
Something Old Is New, Again
Something Old Is New, Again Recently a client asked if we could conduct a three-hour training module in one hour or less. The client didn’t want to take their employees off the
The Reality of Employee Development
The Reality of Employee Development To conclude my three part series that included the Reality of Employee Engagement and the Reality of Employee Motivation, I will share one more theory from the positive
Moments, Emotions & Expectations: How They Create the Perfect Customer Experience
Moments, Emotions & Expectations: How They Create the Perfect Customer Experience When considering how to improve your customer’s experience, you have to focus on your place or environment, processes, and your people.
The New Luxury: What Guests Want and Hotels Need to Deliver
The New Luxury: What Guests Want and Hotels Need to Deliver What is luxury? When I worked for The Ritz-Carlton Hotel Company, it was about perfectly scripted interactions, an unwavering focus on
The Good, the Bad, and the Ugly Customer Experiences in Wedding Preparations
The Good, the Bad, and the Ugly Customer Experiences in Wedding Preparations Planning a wedding has uncovered some interesting learning points in terms of customer experience. As I get ready to head
Discover Culture & Learning Opportunities with SGE’s Q3 Newsletter
Discover Culture & Learning Opportunities with SGE's Q3 Newsletter Congratulations to our two SHRM $1,000 prize winners! ** The Customer Experience Mindset -------------------------- 89% of companies believe customer experience will be the
The Reality of Employee Motivation
The Reality of Employee Motivation Decades of research have brought attention to extrinsic motivation, or the carrot and stick model. We know if/then rewards will work for simple tasks when validation is
Lessons Learned at Walt Disney World
Lessons Learned at Walt Disney World Disney parks and resorts have set the stage for a global shift in customer experience. The reason why so many brands imitate their offerings and training
7 Methods to Keep Dealerships Relevant in the Age of Online Orders
For the past three years we have worked extensively in automotive dealerships, training staff on customer service skills, and coaching management teams on how to deliver better customer experiences. We are always talking to dealership owners and managers about how
Lessons Learned at W Hotels
Lessons Learned at W Hotels A paradigm-shifting trendsetter for the hospitality industry, W Hotels was the first brand to set the tone for modern luxury customer experiences in the hotel space. From
Hiring for Cultural Fit
Hiring for Cultural Fit If you read my blog last month, you may have taken a moment to consider your company culture: what did you find out about it? More importantly, what